Consumers deserve better deals
Many times consumers in this country are taken for granted. In fact, very few service providers practice what they preach in terms of customer care and customer service.
For example, when you walk into most banking halls or reception areas of most corporations, you are welcomed by a notice or mission statement or indeed ‘core values’ framed in beautiful frames proclaiming, in most cases, that they strive to satisfy the customer.
However, in many cases, there are hidden facts that, at the end of the day, tend to hurt the customer. In reality though, corporations and service providers do not necessarily have to invest a fortune to satisfy their customers. They just need honesty, transparency and courtesy to make them smile.
My entry this week has been inspired by an article in the Business News Section of The Nation newspaper in which the Competition and Fair Trading Commission (CFTC) pushed for orders against several organisations, including the Medical Aid Society of Malawi (Masm), Pep Stores and Alpha Milling.
Briefly, CFTC, in line with its mandate of protecting consumers from exploitative tendencies, censured the organizations and asked for better deals for customers.
In the case of Masm, CFTC accused the member-owned health insurance scheme of giving its medi-clinics an unfair advantage over other hospitals through its continued subsidy for their operations.
On the other hand, Pep Stores, a South African retailer, was accused of misleading consumers through its adverts placed in shops. It was noted that price tags displayed on racks did not represent the actual prices of the clothes on that rack.
Alpha Milling, producers of chicken feed and chicks, was faulted for tying chicken feed to day-old chicks. In other words, for one to buy chicken feed, they should first buy day-old chicks from the firm.
Many of us have been exposed to several unfair trading practices before. I recall times when some grocery shop owners would force one to buy a packet of sugar or milk if they are to be sold a loaf of bread. Why should one be forced to buy a packet of sugar and a sachet of milk when they went to the shop looking for bread? To date some shops still issue receipts with unpalatable disclaimers such as: “Goods once purchased cannot be returned.”
Naturally, the “accused” firms filed some defence, including the claim that it is mostly practices introduced by staff without management’s knowledge.
Unfair trading practice includes false advertising, misinformation and deliberate misrepresentation of facts. It is up to consumers to demand our rights. Surely, it is not asking for too much for you, as a consumer, to check dates of manufacturing and expiry on products. Where you are in doubt, ask the shop assistants.
It is also important for customers to keep receipts for products on the manufacturer’s or dealer’s guarantee. They become handy when you want to make a claim or replacement.
Openness, fairness and honesty are key to building trust in business. In fact, one John Whittier said about transparency in business: “As a small businessperson, you have no greater leverage than the truth.”
I cannot agree more.
